We've seen it several times, more than we can count. 50% of customers are neglected by ecommerce. A large number of companies simply forget, or are unaware, that many users shop at night from the couch using their mobile devices. We can still see how many stores only offer customer service during business hours. This means that sales and customer service personnel are no longer available while there are users shopping in our store.

The consequence of this mismatch is lower conversion rates, nearly empty shopping carts, and overall, fewer sales at night.

This should be fixed:

If the customer knows they can't get help right when they need it, they won't ask and will probably look elsewhere for what they wanted to buy. The customer does a quick Google search and finds the nearest competitor. If the competitor is more accessible and can answer questions “here and now”, the customer will buy from him instead of buying from us.

So, how can we provide personalized user service in the best possible way 24 hours a day, 7 days a week?

The Solution: Using a Chatbot

Around 70% of all questions asked by customers are simple, easy and often banal. Most of the time they are already written on the FAQ page and can be easily answered right away. Here are just a few examples: “How do I use my discount code?” , “How can I return my order?” , “Do you have product XYZ in red?” , “What countries do you ship to?”. In general, they are a type of question that can be answered by a chatbot.

Therefore: Use a chatbot. They are connected 7 days a week 24 hours a day. This way, you can respond to most inquiries even when your store staff is offline, since the chatbot is always online. The chatbot should be well configured and trained to answer the most complex questions. If the chatbot is unable to answer some questions, we can make them contact a person via email, or we can ask the customer to leave their contact details and we will contact them as soon as possible to answer all their questions. We must offer a satisfactory customer experience.

Do you have questions about whether to implement a chatbot in your company?

The statistics speak for themselves. If you're still wondering if your ecommerce should have a chatbot or not, this data may help you decide:

• 83% of online shoppers need help while shopping online. (Liveperson)
• In 2020, four out of ten commercial transactions made by users through a website will be carried out using chatbots. (IDC)
• 56% of people would rather send messages than call customer service. (Hubspot)
• 53% of people are more likely to buy from those companies that provide a contact email. (Hubspot)

Are you considering having a chatbot in your company? If you have any questions about chatbots you can contact us without any commitment, we will be happy to help you.

How can we help you?

If you need more information, do not hesitate to contact us.